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I can print from my computer but cannot scan to email. When…

I can print from...

I can print from my computer but cannot scan to email.

Technician's Assistant: Is there an error code on your printer when you try to scan?

No. When I push scan, it goes to email. When I push that, it goes back to the home page.

Technician's Assistant: When did you last update the printer driver software?

I have never done so. Would not know how.

Technician's Assistant: The Printer Technician will be able to walk you through that. Anything else you want the Printer Expert to know before I connect you?

No--I do not know what the Expert would want.

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Answered in 11 hours by:
3/19/2018
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Ask Your Own Printers Question
Customer reply replied 4 months ago
I still need help so want to continue.
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 6,768
Experience: Working as tech support specialist with a worldwide computer manufacturer.
Verified

Hello!

Thank you for your question. I amCustomerand I look forward to helping you with your issue today.

May I know the operating system you are using? Is it Windows 10?

How do you connect the printer to the computer? Using USB cable?

Are you able to copy like Xerox (photocopy) without using the computer?

Can I access your computer remotely and check the issue?

Thank you.

Customer/p>
Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 6,768
Experience: Working as tech support specialist with a worldwide computer manufacturer.
Verified
Shefin and 87 other Printers Specialists are ready to help you
Ask your own question now
Customer reply replied 4 months ago
First problem: I am 82 years old; this is still very new stuff to me, and my nephew is the one who set up my equipment in the first place. So......Here are some answers to the best of my ability.....
I am not sure if it is Windows 10 or one before that. Maybe 8?
There is a wire from my printer to computer; maybe that is a USB cable?
Yes, I can photocopy without using the computer.
My nephew had a fit when I let a crook into my computer. I trust you are honest? Not working for Russia?

Hi,

You can trust me. We are experts from justanswer.com.

Please click on the below link, it will open a new web page. Over there you will see I agree button. Click the button and you will get an option to Run or Save. Please click on Run and follow the instructions.

http://www.justanswer.com/remotedesktop/join.aspx?Session=10e336e7-dc25-4d59-98ed-96a96aff4ed4

Thank you.

Customer/p>
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Customer reply replied 4 months ago
I am not getting a run button. And cannot open the file.

Hi,

May I know the browser you are using? is it Firefox?

Thank you.

Customer/p>
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Customer reply replied 4 months ago
I have no idea. All I know is that I have an Acer Chromebox, which I bought 1 or 2 years ago.

Hi,

May I know the make and model number of your printer?

Thank you.

Customer/p>
Ask Your Own Printers Question
Customer reply replied 4 months ago
HP Photosmart 6525

Hi,

Since you are using a Chrome book, it is very difficult to access your computer. Could you please try following the instructions in the link below?

https://support.hp.com/us-en/product/hp-photosmart-6520-e-all-in-one-printer-series/5169038/model/5271612/document/c05881028

Thank you.

Customer/p>
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Customer reply replied 4 months ago
I am going to have to ask my nephew for help. I do not understand a word of whatyou sent. Thanks for trying. Do I still pay all of that money?

Hi,

It is simple. Just try following the instructions in the link I have given. You will not be charged for the remote support.

Thank you.

Customer/p>
Ask Your Own Printers Question
Customer reply replied 4 months ago
Thanks much. But what is simple for a youth like you is awful for an old lady whose brain gets so confused.

Hi,

Could you pleas ask your nephew just follow the instructions in the below link?

https://support.hp.com/us-en/product/hp-photosmart-6520-e-all-in-one-printer-series/5169038/model/5271612/document/c05881028

Thank you.

Customer/p>
Ask Your Own Printers Question
Customer reply replied 4 months ago
Shall do. Thanks again.

Hi,

Please be back if you have any issues.

Thank you.

Customer/p>
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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
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Experience: Working as tech support specialist with a worldwide computer manufacturer.

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